FILLED: INTERIM [ref#DM4141] Customer Services Consultant - Financial Services

Summary:

Our client is a Global Banking Company looking for an interim consultant to help create and implement a new Customer Relationship Management (CRM) function for internal customers of a new shared services group (IM&PS) within the Bank.

The CRM function will set up and maintain a single point of contact for all IM&PS customers in the bank, taking full ownership of and responsibility for the relationship.

Role:

The Customer Services Consultant will be responsible for setting up the IM&PS CRM function and leading and managing the CRM department to ensure its effective implementation.

The CRM function provides the interface between IM&PS and its customers; its overriding goals are to:

* Identify and foster relationships with individuals from customer business units and develop an understanding of each client's business

* Recommend and pursue the establishment of potential new services.

* Provide a single point of contact for all customers and manage the engagement experience.

* Establish, performance tracking against Service Level Agreements for all customers and ensure any concerns regarding service performance are appropriately addressed

* Own & maintain the IM&PS Service Catalogue

KEY skills/requirements:

· Track record of setting up a Customer Relations Management function
within a complex financial services environment including operational framework, processes, strategy and governance.

· Significant client relationship and service delivery management experience
within a complex financials services organisation across multiple product lines and types of business.

Logistics:

Duration: 6-9 months

Location: London

Rate: Please state target rate.

Start Date: ASAP